• elevate helpdesk and sysadmin organization from reactive support • establish employee onboarding and offboarding program • develop high-performing team

• Oversee and support a Merchant Care team focused on proactive outreach and high-impact escalations, including NPS, social media, and executive-level concerns. • Spearhead the evolution and maturation of a proactive support model designed to identify and support at-risk merchants before issues escalate. • Set clear expectations, hold firm boundaries, and ensure consistent execution while managing with fairness and respect. • Coach, develop, and manage team members through change, ambiguity, and evolving processes. • Analyze data, trends, and merchant signals to identify risks, surface insights, and inform decision-making and prioritization. • Partner cross-functionally to deliver process improvements, close gaps, and influence changes that improve the merchant experience at scale. • Get hands-on when needed, supporting complex cases, unblocking teams, and helping operationalize new workflows and programs. • Continuously evaluate and improve escalation workflows to ensure they are scalable, effective, and aligned with business priorities. • Foster alignment, shared accountability, and consistency across US and India-based teams. • Translate ambiguity into clarity by helping define processes, success metrics, and operating norms for a growing program. • Promote a culture of learning, ownership, and continuous improvement within the team. • Serve as a subject matter expert on ShipBob’s platform, policies, and escalation processes. • Ensure team actions and decisions align with ShipBob’s mission, values, and merchant-first mindset. • Perform additional duties as needed.

• The Service Delivery Manager (SDM) will ensure successful delivery of Managed Service solutions. • This includes new clients being onboarded, and existing clients that are in steady state. • The SDM will work with clients to ensure delivery of key performance items within a Managed Service Agreement are meeting or exceeding the customer expectations as defined. • The SDM will coordinate regularly scheduled meetings with Managed Service customers to deliver monthly reporting metrics, review current activity, address any items or concerns, and be the liaison between customer and technical delivery team. • This position will work closely with the Sales Teams to understand Client business objectives and how the Managed Services can align and support to those outcomes.

• Own the end-to-end renewal lifecycle for an assigned portfolio of customer contracts, from early engagement through signed agreement. • Develop and execute account-level renewal strategies that protect recurring revenue and reduce customer churn. • Prepare renewal proposals, pricing quotes, and contract documentation in line with customer needs and internal guidelines. • Lead commercial and contractual negotiations with customer stakeholders, managing pricing discussions, terms, and timelines. • Identify and qualify opportunities to expand footprint through upsell and cross-sell in partnership with Sales and Customer Success. • Monitor customer health, usage, and satisfaction signals to surface at-risk renewals early and drive mitigation plans. • Maintain accurate renewal pipeline, forecasts, and activity tracking in CRM and related systems to enable clear reporting and planning. • Collaborate with Sales, Customer Success, Finance, Legal, and Product teams to remove obstacles, align on strategy, and ensure timely, smooth renewals.